Custom Solutions Manager

ChronicCareIQ; Alpharetta (GA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

ChronicCareIQ is seeking a Senior Custom Solutions Manager to deliver clinical, billing, and product expertise to customers and internal teams. This role bridges clinical workflows, revenue cycle logic, and SaaS operations, supporting complex customer needs and paid professional services.

The role includes up to 25% travel for onsite visits, with remote work possibility for a well-matched candidate. You will collaborate across Customer Success, Sales, and Product teams to optimize adoption and

Qualifications

• Clinical background (e.g., RN, PharmD) and experience in healthcare operations or clinical workflows.
• Strong understanding of healthcare billing and reimbursement concepts.
• Experience supporting complex customers in a SaaS or health-tech environment.
• Excellent customer-facing communication and consulting skills.
• Ability to translate clinical and billing requirements into scalable software workflows.

Responsibilities

• Own a portfolio of strategic and complex customer accounts as clinical, billing, and product SME.
• Lead paid consulting, optimization, and professional services engagements.
• Design and scope custom workflows and care protocols for customers.
• Lead advanced customer training on clinical workflows, care plans, and billing logic.

Skills

Clinical background

Healthcare operations

Customer-facing communication

SaaS/health-tech experience

Billing concepts

Tools

Jira

Job description

About ChronicCareIQ

ChronicCareIQ is a pioneering healthcare technology company dedicated to transforming patient care through innovative solutions. We specialize in equipping care delivery organizations and health systems with advanced care management tools that enhance patient care, improve outcomes, and optimize operations. As a SaaS platform, ChronicCareIQ enables proactive, compliant engagement for patients particularly those with chronic or complex medical needs. Our mission is simple but powerful: to relieve suffering by enabling the best care possible, at the right time, with the right information. At ChronicCareIQ, we’re not just selling software—we’re enabling clinicians to deliver better care, reduce burnout, and focus on what matters most: the patient.

Role Overview

The Custom Solutions Manager is a senior, customer-facing role responsible for delivering advanced clinical, billing, and product expertise to customers and internal teams. This role operates at the intersection of clinical workflows, revenue cycle logic, and SaaS product operations, supporting complex customer needs, paid professional services, solution design, and product feedback. This is a specialized role for individuals with a clinical background who are comfortable operating in complex healthcare technology environments. This role includes up to 25% travel for onsite customer visits. Remote work may be available for a candidate whose qualifications and experience are a strong match for the role.

Key Responsibilities

Customer Solutions & Account Leadership

• Own a portfolio of strategic and complex customer accounts, serving as the primary clinical, billing, and product subject matter expert.
• Deliver paid consulting, optimization, and professional services engagements.
• Lead regular account reviews focused on adoption, utilization, billing performance, and risk identification.
• Scope, design, and oversee custom protocols, care plans, questionnaires, and advanced workflows.
• Lead advanced customer training on clinical workflows, care plans, and billing logic.
• Support escalated customer issues requiring deep clinical, billing, or product expertise.
• Collaborate with Customer Success Managers on optimization strategies and churn mitigation.
• Participate in key account and book-of-business reviews.
• Support structured cancellation workflows, ensuring accurate billing reconciliation, documentation, and handoff.
• Participate in on-site customer visits and training as required.

Sales Engineering & Solution Consulting

• Support Sales with advanced solution consulting and demo assistance.
• Design and scope customer-specific workflows during pre-sales engagements.
• Act as SME for prospects with complex clinical or billing requirements.
• Document solution designs and hand off to Implementation and Customer Success teams.

Product Operations & Enablement

• Serve as liaison between Operations and Product teams.
• Gather, synthesize, and communicate Voice of the Customer insights.
• Review and prioritize feature requests and enhancement feedback.
• Write and validate Jira tickets for bugs and enhancements.
• Participate in QA validation, regression testing, and release readiness
• Support release notes, outage documentation, and monthly product webinars.
• Consult with Product on CMS billing updates and regulatory changes.
• Participate in vendor meetings (e.g., device, data, and integration partners).

Internal Subject Matter Expertise & Enablement

• Act as internal SME for clinical workflows, protocol design, billing logic, and advanced platform functionality.
• Support second-tier escalations for Support and Implementation teams.
• Provide internal education across Sales, Product, Billing, Support, and Customer Success.
• Contribute to onboarding and advanced training for new employees.

Success Metrics

• Customer Outcomes: Improved adoption, utilization, and billing performance; reduced churn and escalations.
• Professional Services: On-time, in-scope delivery of paid engagements; high customer satisfaction.
• Operational Impact: Reduced unresolved escalations; high-quality product feedback and Jira tickets.
• Product Influence: Actionable customer insights incorporated into the product roadmap.
• Internal Enablement: Increased internal confidence in clinical and billing guidance; current and adopted training content.

Qualifications

Required

• Clinical background required (e.g., RN, PharmD, or equivalent clinical degree).
• Experience in healthcare operations, care management, or clinical workflows.
• Strong understanding of healthcare billing and reimbursement concepts.
• Experience supporting complex customers in a SaaS or health-tech environment.
• Strong customer-facing communication and consulting skills.

Preferred

• Experience with care management programs (CCM, RPM, PCM, APCM, RTM etc.).
• Experience collaborating with or influencing product teams.
• Background in paid professional services or solution consulting.
• Ability to translate clinical and billing requirements into scalable software workflows.